This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Social Media Associate

JOB SUMMARY

Primary responsibilities extend to serving customers via Charter’s owned social media channels on Facebook and X platforms. This position focuses on improving the overall customer experience and handles inbound customer questions while promoting self-service whenever possible.

ESSENTIAL RESPONSIBILITIES OF THIS POSITION

Monitors and utilizes Charter’s Twitter and Facebook properties to address and resolve customer concerns in a timely, professional manner.Utilizes customer support tools to resolve customer issues in house when possible, but will interact collaboratively with functional areas at the corporate, region, and division levels.Employs clear, concise and grammatically correct verbal and written communication skills; provides professional customer service during all interactions with customers.Monitors social mentions of Charter Communications, Spectrum, and/or legacy companies for potential public relations issues, VIP complaints, trends, etc.Utilizes communication skills to foster both a high level of customer satisfaction and a positive image of Charter Communications.Exercises strong follow-up and case management skills to ensure that any escalated issue is being addressed in a timely manner.Leverages necessary skills and knowledge of service areas to determine possible service outages.Maintains up-to-date knowledge of Charter policies, products, and procedures.If necessary, may be required to perform the duties of Rep 2, Social Media.

WHAT YOU'LL BRING TO SPECTRUM

Experience: 2+ years of Customer Service

Experience: 2+ years of Telephone, Video, High Speed Data

Experience: ICOMS and/or CSG Billing Systems

Education: High School Diploma or General Educational Development (GED) Certificate

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English.Ability to prioritize and organize effectively.Ability to use personal computer & software applications.Ability to work in a team environment requiring broad experience, adaptability, quick learning, critical thinking, and excellent problem solving skills.Ability to communicate orally and in writing in a clear and straightforward and professional manner.Demonstrated knowledge of the telecommunications industry and its principle products (Video, Digital Phone, High-Speed Online, and Wireless), including basic troubleshooting abilities.Ability to answer customer questions with appropriate and accurate information.Ability to handle sensitive and/or confidential material and information appropriately.Demonstrated ability to learn quickly and complete work with minimal supervisionKnowledge of the Company’s product information, packaging, pricing and current offersExperience with ICOMS and/or CSG billind systems.Previous cable industry experience, including Telephone, Video and High Speen Data.

Preferred Qualifications

Ability to maintain confidentiality.Ability to solve problems while working under pressure.Knowledge of the cable industry - products and services.Knowledge of and ability to use social media such as X and Facebook is preferred but not required.An undergratuate degree or equivalent is preferred.

SPECTRUM CONNECTS YOU TO MORE

Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas.Learning Culture: With a focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career.Total Rewards: See all the ways we invest in you—at work and in life.

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Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

The base pay for this position generally is between $20.00 and $28.20. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.

FCC Unit: 13556 Business Unit: Customer Operations Zip Code: 14203

Who You Are Matters Here

We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.